Letting go is hard.
Especially of high value team members.
Customer success generates some of the most well-rounded and valuable staff in a SaaS company.
They understand the industry, the customers, and your product.
So what do you do if they want to move to sales, product, marketing, engineering, etc?
Let them go.
But that's not enough.
Cheer them on. Do everything in your power to enable a successful transition.
Reality is that you are better off with them in the company than not. And they will provide valuable customer-centric decisions in any role they fill given their experience with your customers.
CS leaders should export talent.
What the biggest success story you’ve seen?
